How to change ESS view to default view in ATF test?

[NIKITA SHARMA]

I am creating an ATF Test to test the Incident Management flow. After creating a new Incident, when I try to open the Incident record through "Open an Existing Record", it opens the ESS view of the record.

I tried adding "default" view in the View column but that does not work. I have started the test through "Create a user" and provided ITIL role to the User.

Need assistance on how to modify a test step to ensure record always opens in default view and not ESS view

[Yousaf · Accepted solution]

Hi Nikita,

You can change view rules, by going to System UI > View Rules.

However, if they are accessing the link to those records from one of the left-hand nav menu applications/modules, then the "view" could be forcefully set there...usually "Self-Service" view is because they clicked a link within the "Self-Service" left-hand nav section.

Mark Correct or Helpful if it it helps.

Thanks,
Yousaf

[Valmik Patil1]

Hi ,

This could be because of role. The user you are using will not be having access to default view

Can you try once using admin role if it works. If  it works using admin then it could be a role issue

Also try impersonating the ITIL user manually and check if he has access to default view of incident

Please let me know if you need any other help

Thanks,

Valmik

[Harneet Sital]

Hi Nikita, 

It says if you leave the view column empty it should take the default view as by default, just make sure the user has access to the view. To me it looks the new user might not be inheriting the roles while the incident record is created and hence it reverts it to the ESS view. 

If the answer has helped you, please mark the answer correct/helpful. Thank you.
-Harneet
ServiceNow Certified Technical Architect

[Ankur Bawiskar]

Hi,

You should be using correct user while creating the incident so that you can run the ATF to test the complete functionality.

Please check your view rules for incident table and accordingly use appropriate user during your ATF.

Regards
Ankur